The Ultimate Purpose of WFM

Workforce management is a critical component of any contact center operation. It is responsible for ensuring that the right number of agents are available to handle customer inquiries and managing schedule adherence, performance tracking, and capacity planning. While workforce management systems optimize efficiency and productivity, how can they benefit the entire organization? In this episode, Amelia talks with Sean Ilenrey, Vice President of Support at Dutchie. Sean is an award-winning executive with over 20 years of experience in the Customer Relationship industry (Customer Care, SaaS, Sales, Retail, Real Estate, Restaurants, and Pharmaceuticals). He has built and managed several departments domestically, in Latin America, and in the Philippines. Having worked for several Fortune 500 accounts at the Director & VP levels, Sean talks about how to build a successful relationship between contact center operations and workforce management. He also speaks about the ultimate goal of workforce management, its impact on the entire organization, and the top four factors that influence net promoter scores. Enjoy!